Field Services Technician I

Key Deliverables by LevelDeliverableLevel 1 - AssociateField Services Technician IRespond to IT service tickets using documented procedures and supervisionAssist with workstation setups and peripheral connectionsPerform basic AV checks and room readiness tasksSupport imaging and deployments under directionMaintain accurate ticket documentation in ITSM tools (e.g., ServiceNow)Follow proper inventory handling, tagging, and trackingEscalate unresolved issues appropriatelyAdhere to safety protocols and client-specific guidelinesField Services Technician II(Lead Single Man Sites)Independently manage onsite IT support at single-person or lead-assigned locationsServe as the primary contact for end-user technical needsOwn AV/conference room setup, maintenance, and issue resolutionExecute full lifecycle support: imaging, deployment, recovery, e-wasteOversee inventory reconciliation and tool usagePrioritize and resolve tickets aligned to SLA targetsIdentify recurring issues and suggest process improvementsProvide informal mentorship and support to visiting or junior techniciansUphold Astreya's quality and service standards through professional communication and client interactionEssential Duties and Responsibilities (All Levels): End-User SupportProvide onsite and remote technical support for end users, including desktops, laptops, peripherals, and mobile devices.Troubleshoot and resolve common hardware and software issues.Deliver a high-quality, customer-focused service experience in a timely manner.Ticket ManagementReceive, document, and close support requests in ITSM tools (e.g., ServiceNow).Prioritize tickets based on urgency and impact.Escalate complex or unresolved issues following defined protocols.Hardware Deployment & RecoveryAssist with or independently perform workstation deployments, device imaging, and equipment setup.Support device recovery, re-imaging, and e-waste processes according to lifecycle guidelines.Ensure accurate labeling, tagging, and asset tracking for all deployed equipment.Inventory & Asset ManagementMaintain and reconcile inventory of IT equipment and accessories at assigned site.Use asset tracking systems to manage device records, check-ins/outs, and stock levels.Participate in regular audits and support logistics for shipping/receiving hardware.AV & Conference Room SupportPerform regular checks and basic troubleshooting of AV equipment (displays, microphones, cameras).Set up and tear down conference room tech for meetings or events.Support room readiness, monitor usage, and report or resolve AV issues.Documentation & Process ComplianceFollow documented processes and standard operating procedures (SOPs) for all support tasks.Maintain clear and concise documentation for resolutions, escalations, and asset updates.Adhere to Astreya and client-specific protocols, including change and incident management. Customer Service & CommunicationServe as a visible, approachable point of contact for IT-related issues at the site.Communicate effectively with users to understand issues and set clear service expectations.Represent Astreya's service commitment with professionalism and courtesy.Level II Additional Responsibilities:Team Collaboration At Level II, act as the lead or sole technician on-site and coordinate with remote teams or vendors.Provide informal mentorship to junior techs or new team members visiting the site.Share site-specific insights or recurring issue trends to help improve service delivery.Education and/or Work Experience Requirements: Level IRequired: High School Diploma or GEDPreferred: Enrollment in IT-related coursework or vocational trainingCertifications (plus): CompTIA A+ Google IT Support Certificate or similar entry-level credentialLevel IIRequired: High School Diploma or GEDPreferred:Associate's degree in Information Technology, Computer Science, or a related fieldPrior experience working independently or at a single-technician siteCertificationsCompTIA A+ and/or Network+ITIL FoundationAVIXA CTS (for AV specialization track)JAMF, Apple Certified Support Professional (ACSP), or MDM tools (for DSS specialization)Knowledge, Skills & Abilities (KSAs):Technical:Knowledge of Windows 10/11, macOS, and basic Linux environmentsAbility to troubleshoot, repair, and deploy desktops, laptops, and peripheralsFamiliarity with mobile device platforms (iOS, Android) and basic MDM conceptsUnderstanding of AV/VC systems (Zoom, Meet, Webex) and conference room technologyBasic knowledge of networking concepts (IP, DNS, DHCP, connectivity troubleshooting)Proficiency with ITSM/ticketing platforms (e.g., ServiceNow, Jira)Ability to image and deploy devices using tools like SCCM, JAMF, or MDTExperience with inventory and asset tracking tools for lifecycle managementAwareness of IT security best practices and safe handling of equipmentAbility to follow standard operating procedures (SOPs) and technical documentationSoft Skills:Strong verbal and written communication skills for working with end usersExcellent customer service orientation and active listeningEffective time management and ability to prioritize multiple tasksStrong problem-solving and analytical thinking in fast-paced environmentsAbility to collaborate with teammates and cross-functional teamsHigh level of professionalism, reliability, and accountabilityAdaptability to changing technologies, priorities, and client environmentsSelf-motivated with the ability to take initiative and follow throughAbility to work independently, especially at single-technician sites (L2)Willingness to mentor peers or junior team members (at Level II)Each level, 1 - 2, represents a progression in complexity, autonomy, and responsibility. The higher the level, the more critical thinking, leadership, and expertise are required.Competency Level ILevel 2Hardware Support & TroubleshootingFollow basic proceduresIndependently diagnoses and resolves issues.OS & Platform KnowledgeSupports Windows/macOS basicsSupports and configures multiple OS platformsMobile & Endpoint ManagementBasic support for mobile devicesMDM exposure, configures and supports endpointsAV/VC SystemsPerforms room checks, reports issuesTroubleshoots AV problems and supports meetingsNetworking FundamentalsUnderstands connectivity basicsDiagnoses common network-related issuesImaging & DeploymentAssists with imagingPerforms full device imaging and deploymentsInventory & Asset ManagementTags and tracks equipmentManages and reconciles inventory independentlyITSM & Ticket ManagementUpdates and closes ticketsOwns queue, manages SLAs, escalates as neededPhysical Requirements: Lifting & Carrying:Must be able to regularly lift and carry up to 50 lbs (22 kg)Includes monitors, CPUs, AV equipment, and other IT hardwareMobility & Posture: Frequent standing, walking, bending, kneeling, crouching, and reachingMay require working in tight or awkward spaces (e.g., under desks, behind racks)Manual Dexterity: Ability to use hands and fingers to handle, install, or adjust small components and cablesUse of standard IT tools (e.g., screwdrivers, cable testers, label printers)Vision & Focus: Close vision required for reading device labels, part numbers, and screen detailsMust be able to focus on a computer screen for extended periodsWork Environment: Work performed primarily in office, data center, and/or AV-equipped conference roomsExposure to electric components, server noise, and climate-controlled spacesOnsite Requirements: This is a 100% onsite role; presence during working hours is mandatoryOccasional local travel may be required (for multi-building campuses or nearby sites)Salary Range$17.36 - $27.40 USD (Hourly)Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees onlyDental provided through Cigna (DPPO & DHMO options)Nationwide Vision provided through VSPFlexible Spending Account for Health & Dependent CarePre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and CourseraCorporate Wellness ProgramEmployee Assistance ProgramWellness Days401k PlanBasic Life, Accidental Life, Supplemental Life InsuranceShort Term & Long Term DisabilityCritical Illness, Critical Hospital, and Voluntary Accident InsuranceTuition Reimbursement (available 6 months after start date, capped)Paid Time Off (accrued and prorated, maximum of 120 hours annually)Paid HolidaysAny other statutory leaves, paid time, or other fringe benefits required under state and federal law

Created: 2026-04-02